Returns & Refunds

Guarantee and product returns

Any problems will be addressed in a friendly and efficient manner, your satisfaction is very important to us.

Return of unwanted products

If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 14 days of receipt for a full refund.
Please package your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number to the following address:

Patient Advocate Ltd
PO Box 15032
Tauranga 3114
New Zealand
Invoice number: _______

Once your return has been received, the refund will be issued within 10 days and an email confirmation sent. Refunds will be paid via internet banking and we will ring you to confirm your bank details.

Out of stock products

In the case of you placing an order for a product that is unavailable or there is a delay in delivery, we will contact you via email to advise you of the situation.

Occasionally, products ordered may be temporarily out of stock. In this case we will contact you promptly to make arrangements to either substitute or delete the item, or hold your order until the item becomes available again. We will refund you for any goods we can't supply unless you agree to a substitute.

Damaged in transit

We take every care to ensure your goods reach you in perfect condition and accept full responsibility for products damaged in transit. In the unlikely event your goods do not reach you in a satisfactory condition, please contact us.

We will gladly issue you with a refund or arrange a replacement where possible. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo if possible. This can assist us in making a claim to the courier.

Lost in transit

We use CourierPost’s tracked non-signature overnight delivery service for all parcels in New Zealand. This service provides a track and trace on the CourierPost Track and Trace website. We accept full responsibility for parcels lost in transit with the courier provided we are notified within 7 days. We will resend your goods at no extra cost under the condition that the original parcel is returned to us if eventually delivered. In the case that it does not turn up a Denial Of Receipt will be sent to you by the CourierPost investigation team. This declaration is a legal document and must be signed and returned to CourierPost so we can make claim with the courier. We send replacement products in full faith that our customers will complete this part of the process.

Parcels addressed incorrectly - Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.

Faulty products or incorrect products supplied

We endeavour to provide products in perfect condition and accept full responsibility for products received in faulty condition.

Domestic customers - we will provide a free return bag if a return is required due to a product being faulty or as a result of an error made by us (such as an incorrect item being delivered). Please contact us to arrange this.

Change to label or packaging of products 

Our suppliers often update the packaging on the products we stock.  While we endeavour to ensure the product images on our website are representative of the stocked item you receive, we do not take responsibility for any packaging updates or changes that are not yet showing on our website. 

Cancelling Orders

We can cancel and refund a submitted order for you as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order. If you have paid with Internet Banking please provide us with your bank account details so the funds can be refunded back into your account.